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Business Profile

Plumber

CaitCo Drainworks

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for CaitCo Drainworks's headquarters and its corporate-owned locations. To view all corporate locations, see

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CaitCo Drainworks has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:08/08/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      March 2021 we purchased and paid for service to install a Rheem water heater. A temperature sensor became defective so a call was placed to the business to replace in August 2022. They stated that it would take two weeks to have a plumber inspect the original tank since they no longer have a location in Albuquerque. This is too long to wait for warranty work so I contacted another plumbing service and was informed my original tank was not installed to code. The work required to bring to code was close to the cost of a new unit so I elected to pay for the replacement.
      They should no longer indicate that they have a location in Albuquerque on their website, and they should make it a priority to have availability for people they did business with here when there is an issue. They should not perform installations that are not up to code. I am looking for a refund on labor, I don't expect to get compensated for a tank they didn't manufacture.

      Business Response

      Date: 08/17/2022

      We sincerely regret the lengthy wait time Mr. ******* encountered. We find the wait time both unacceptable and impossible to improve at this time. Given the current business environment in New Mexico, we find it impossible to staff up to the levels we need.

      However, we are skeptical of an unnamed plumber looking at our work and declaring it doesn’t meet code in order to up-sell the customer on a replacement rather than a repair. Unlike many other plumbing companies, we don’t pay our technicians on a commission, so they have no incentive to sell the customer something they don’t need.

      We have a physical office location in Albuquerque and continue to work in Albuquerque. However, we don’t have a resident technician at this time because of staffing shortages.

      Mr. ******* requests a refund of the labor costs. We propose to refund $400 to him if this will fully resolve his complaint and if he will not make adverse or derogatory comments about us on social media and the web.

      Customer Answer

      Date: 08/17/2022






      Better Business Bureau:





      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I can also provide the business the code violations including, for example missing earthquake straps and scheduling for an inspector to review the installed tank. I have no social media accounts and I do believe that resolving the situation in this matter makes the most sense.





      Regards,





      **** *******

    CaitCo Drainworks is NOT a BBB Accredited Business.

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